Why are my Facebook messages missing names and why am I unable to send messages?
In some cases, when using the Facebook integration with Zendesk Message, Facebook messages can't be replied to and don't include visitor names.
This happens because the password of your Facebook's account changed. To fix this, unlink and relink your Zendesk Message account. It is not recommended to change your Facebook password after linking a profile as Facebook invalidates all tokens once this has been changed.
For instructions on relinking your Facebook account, see Adding and managing channels and profiles.